Administering Proactive Outreach Manager through Avaya Control Manager

Transcription

1 Administering Proactive Outreach Manager through Avaya Control Manager Release 7.1 Issue 1.1 February 2016

2 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. Documentation disclaimer Documentation means information published by Avaya in varying mediums which may include product information, operating instructions and performance specifications that Avaya may generally make available to users of its products and Hosted Services. Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of documentation unless such modifications, additions, or deletions were performed by Avaya. End User agrees to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. Link disclaimer Avaya is not responsible for the contents or reliability of any linked websites referenced within this site or documentation provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages. Warranty Avaya provides a limited warranty on Avaya hardware and software. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support website: d=c under the link Warranty & Product Lifecycle or such successor site as designated by Avaya. Please note that if You acquired the product(s) from an authorized Avaya Channel Partner outside of the United States and Canada, the warranty is provided to You by said Avaya Channel Partner and not by Avaya. Hosted Service Hosted Service means a hosted service subscription that You acquire from either Avaya or an authorized Avaya Channel Partner (as applicable) and which is described further in Hosted SAS or other service description documentation regarding the applicable hosted service. If You purchase a Hosted Service subscription, the foregoing limited warranty may not apply but You may be entitled to support services in connection with the Hosted Service as described further in your service description documents for the applicable Hosted Service. Contact Avaya or Avaya Channel Partner (as applicable) for more information. Hosted Service THE FOLLOWING APPLIES IF YOU PURCHASE A HOSTED SERVICE SUBSCRIPTION FROM AVAYA OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE), THE TERMS OF USE FOR HOSTED SERVICES ARE AVAILABLE ON THE AVAYA WEBSITE, UNDER THE LINK Avaya Terms of Use for Hosted Services OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, AND ARE APPLICABLE TO ANYONE WHO ACCESSES OR USES THE HOSTED SERVICE. BY ACCESSING OR USING THE HOSTED SERVICE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE DOING SO (HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER ), AGREE TO THE TERMS OF USE. IF YOU ARE ACCEPTING THE TERMS OF USE ON BEHALF A COMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THESE TERMS OF USE. IF YOU DO NOT HAVE SUCH AUTHORITY, OR IF YOU DO NOT WISH TO ACCEPT THESE TERMS OF USE, YOU MUST NOT ACCESS OR USE THE HOSTED SERVICE OR AUTHORIZE ANYONE TO ACCESS OR USE THE HOSTED SERVICE. YOUR USE OF THE HOSTED SERVICE SHALL BE LIMITED BY THE NUMBER AND TYPE OF LICENSES PURCHASED UNDER YOUR CONTRACT FOR THE HOSTED SERVICE, PROVIDED, HOWEVER, THAT FOR CERTAIN HOSTED SERVICES IF APPLICABLE, YOU MAY HAVE THE OPPORTUNITY TO USE FLEX LICENSES, WHICH WILL BE INVOICED ACCORDING TO ACTUAL USAGE ABOVE THE CONTRACT LICENSE LEVEL. CONTACT AVAYA OR AVAYA S CHANNEL PARTNER FOR MORE INFORMATION ABOUT THE LICENSES FOR THE APPLICABLE HOSTED SERVICE, THE AVAILABILITY OF ANY FLEX LICENSES (IF APPLICABLE), PRICING AND BILLING INFORMATION, AND OTHER IMPORTANT INFORMATION REGARDING THE HOSTED SERVICE. Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, UNDER THE LINK AVAYA SOFTWARE LICENSE TERMS (Avaya Products) OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AVAYA CHANNEL PARTNER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA CHANNEL PARTNER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER ), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE ( AVAYA ). Avaya grants You a license within the scope of the license types described below, with the exception of Heritage Nortel Software, for which the scope of the license is detailed below. Where the order documentation does not expressly identify a license type, the applicable license will be a Designated System License. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is

3 specified in the documentation or other materials available to You. Software means computer programs in object code, provided by Avaya or an Avaya Channel Partner, whether as stand-alone products, pre-installed on hardware products, and any upgrades, updates, patches, bug fixes, or modified versions thereto. Designated Processor means a single stand-alone computing device. Server means a Designated Processor that hosts a software application to be accessed by multiple users. Instance means a single copy of the Software executing at a particular time: (i) on one physical machine; or (ii) on one deployed software virtual machine ( VM ) or similar deployment. License types Named User License (NU). You may: (i) install and use each copy or Instance of the Software on a single Designated Processor or Server per authorized Named User (defined below); or (ii) install and use each copy or Instance of the Software on a Server so long as only authorized Named Users access and use the Software. Named User, means a user or device that has been expressly authorized by Avaya to access and use the Software. At Avaya s sole discretion, a Named User may be, without limitation, designated by name, corporate function (e.g., webmaster or helpdesk), an or voice mail account in the name of a person or corporate function, or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Heritage Nortel Software Heritage Nortel Software means the software that was acquired by Avaya as part of its purchase of the Nortel Enterprise Solutions Business in December The Heritage Nortel Software is the software contained within the list of Heritage Nortel Products located at under the link Heritage Nortel Products, or such successor site as designated by Avaya. For Heritage Nortel Software, Avaya grants Customer a license to use Heritage Nortel Software provided hereunder solely to the extent of the authorized activation or authorized usage level, solely for the purpose specified in the Documentation, and solely as embedded in, for execution on, or for communication with Avaya equipment. Charges for Heritage Nortel Software may be based on extent of activation or use authorized as specified in an order or invoice. Copyright Except where expressly stated otherwise, no use should be made of materials on this site, the Documentation, Software, Hosted Service, or hardware provided by Avaya. All content on this site, the documentation, Hosted Service, and the product provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software unless expressly authorized by Avaya. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law. Virtualization The following applies if the product is deployed on a virtual machine. Each product has its own ordering code and license types. Note that each Instance of a product must be separately licensed and ordered. For example, if the end user customer or Avaya Channel Partner would like to install two Instances of the same type of products, then two products of that type must be ordered. Third Party Components Third Party Components mean certain software programs or portions thereof included in the Software or Hosted Service may contain software (including open source software) distributed under third party agreements ( Third Party Components ), which contain terms regarding the rights to use certain portions of the Software ( Third Party Terms ). As required, information regarding distributed Linux OS source code (for those products that have distributed Linux OS source code) and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the products, Documentation or on Avaya s website at: or such successor site as designated by Avaya. The open source software license terms provided as Third Party Terms are consistent with the license rights granted in these Software License Terms, and may contain additional rights benefiting You, such as modification and distribution of the open source software. The Third Party Terms shall take precedence over these Software License Terms, solely with respect to the applicable Third Party Components, to the extent that these Software License Terms impose greater restrictions on You than the applicable Third Party Terms. The following applies if the H.264 (AVC) codec is distributed with the product. THIS PRODUCT IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO (i) ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD ("AVC VIDEO") AND/OR (ii) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL INFORMATION MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE Service Provider THE FOLLOWING APPLIES TO AVAYA CHANNEL PARTNER S HOSTING OF AVAYA PRODUCTS OR SERVICES. THE PRODUCT OR HOSTED SERVICE MAY USE THIRD PARTY COMPONENTS SUBJECT TO THIRD PARTY TERMS AND REQUIRE A SERVICE PROVIDER TO BE INDEPENDENTLY LICENSED DIRECTLY FROM THE THIRD PARTY SUPPLIER. AN AVAYA CHANNEL PARTNER S HOSTING OF AVAYA PRODUCTS MUST BE AUTHORIZED IN WRITING BY AVAYA AND IF THOSE HOSTED PRODUCTS USE OR EMBED CERTAIN THIRD PARTY SOFTWARE, INCLUDING BUT NOT LIMITED TO MICROSOFT SOFTWARE OR CODECS, THE AVAYA CHANNEL PARTNER IS REQUIRED TO INDEPENDENTLY OBTAIN ANY APPLICABLE LICENSE AGREEMENTS, AT THE AVAYA CHANNEL PARTNER S EXPENSE, DIRECTLY FROM THE APPLICABLE THIRD PARTY SUPPLIER. WITH RESPECT TO CODECS, IF THE AVAYA CHANNEL PARTNER IS HOSTING ANY PRODUCTS THAT USE OR EMBED THE G.729 CODEC, H.264 CODEC, OR H.265 CODEC, THE AVAYA CHANNEL PARTNER ACKNOWLEDGES AND AGREES THE AVAYA CHANNEL PARTNER IS RESPONSIBLE FOR ANY AND ALL RELATED FEES AND/OR ROYALTIES. THE G.729 CODEC IS LICENSED BY SIPRO LAB TELECOM INC. SEE THE H.264 (AVC) Administering Proactive Outreach Manager through Avaya Control Manager 3

4 CODEC IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO: (I) ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD ("AVC VIDEO") AND/OR (II) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL INFORMATION FOR H.264 (AVC) AND H.265 (HEVC) CODECS MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE Compliance with Laws Customer acknowledges and agrees that it is responsible for complying with any applicable laws and regulations, including, but not limited to laws and regulations related to call recording, data privacy, intellectual property, trade secret, fraud, and music performance rights, in the country or territory where the Avaya product is used. Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Toll Fraud intervention If You suspect that You are being victimized by Toll Fraud and You need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: or such successor site as designated by Avaya. Security Vulnerabilities Information about Avaya s security support policies can be found in the Security Policies and Support section of Suspected Avaya product security vulnerabilities are handled per the Avaya Product Security Support Flow ( Trademarks The trademarks, logos and service marks ( Marks ) displayed in this site, the Documentation, Hosted Service(s), and product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the Documentation, Hosted Service(s) and product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. All non-avaya trademarks are the property of their respective owners. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Downloading Documentation For the most current versions of Documentation, see the Avaya Support website: or such successor site as designated by Avaya. Contact Avaya Support See the Avaya Support website: for product or Hosted Service notices and articles, or to report a problem with your Avaya product or Hosted Service. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: (or such successor site as designated by Avaya), scroll to the bottom of the page, and select Contact Avaya Support.

5 Contents Chapter 1: Introduction... 7 Purpose... 7 Intended audience... 7 Related resources... 7 Documentation... 7 Training... 8 Avaya Mentor videos... 9 Support... 9 Chapter 2: Overview Key features POM overview Support for POM features in Avaya Control Manager Chapter 3: Configuring Avaya Control Manager with POM Enabling database integration Testing the POM Web service URL from the Avaya Control Manager System Configuring POM on Avaya Control Manager Configuring the Avaya Control Manager POM Web site Chapter 4: Administering POM from Avaya Control Manager Logging on to the POM system through Avaya Control Manager Managing campaigns Viewing campaigns Adding a new campaign Editing an existing campaign Deleting campaigns Searching a campaign by name Cloning a campaign Initiating a campaign Stopping a campaign Pausing a campaign Managing campaign strategies Viewing campaign strategies Deleting existing campaign strategies Searching campaign strategies by name Cloning a campaign strategy Managing phone formats Administering Proactive Outreach Manager through Avaya Control Manager 5

6 Viewing phone format Adding a new phone format Editing the existing phone format Deleting existing phone formats Searching a phone format by country Managing Outreach Lists Viewing an Outreach List Adding a new Outreach List Editing an existing Outreach List Deleting an existing Outreach List Searching an Outreach List by name Uploading contacts to an Outreach List Viewing all customer records Adding new contacts to customer records Editing existing contacts from customer records Deleting existing contacts from customer records Managing Data Source Clearing contacts from Outreach List Managing the DNC list Viewing the DNC list Viewing member in the DNC list Adding a new member to the DNC list Editing existing DNC address from the DNC list Deleting existing DNC address from the DNC list Managing attributes Viewing the Attribute list Adding a new attribute Editing the existing attribute Deleting existing attributes Searching an attribute by name Generating a sample CSV Contact file Configuring the POM system Scheduling the system clean up Administering Proactive Outreach Manager through Avaya Control Manager 6

7 Chapter 1: Introduction Purpose This document describes how to administer the functioning of Proactive Outreach Manager through Avaya Control Manager. Intended audience This document is intended for people who want to administer Proactive Outreach Manager through Avaya Control Manager. Related resources Documentation The following table lists the related documents for Avaya Control Manager. Download the documents from the Avaya Support website at Title Installation and Configuration Installing Avaya Control Manager Configuring Avaya Control Manager Avaya Control Manager Quick Installation and Configuration Administration Avaya Control Manager Port Matrix Description This document describes how to install Avaya Control Manager. This document also provides information about the software and hardware requirements and installation checklist. This document describes how to configure Avaya Control Manager. This document also provides information about enabling the connectors and configuring the components of Avaya Control Manager. This document describes how to install Avaya Control Manager using Express mode. This document also provides information about how to configure Avaya Aura Communication Manager and Avaya Call Management System with Avaya Control Manager. This document describes the port usage for Avaya Administering Proactive Outreach Manager through Avaya Control Manager 7

8 Title Administering Avaya Control Manager for Avaya one-x Agent Central Management Events and Alarms Avaya Control Manager Support for SNMP Messages Using Using Avaya Control Manager Using Avaya Control Manager Central License and Traffic Tracker Using Avaya Control Manager Conversation Sphere Using Avaya Control Manager API Using Avaya Control Manager with Avaya Voice Portal/Experience Portal sample application Upgrading Upgrading Avaya Control Manager Description Control Manager. This document describes how to administer the functioning of Avaya Control Manager for Avaya one-x Agent Central Management. This document describes the SNMP notifications for Avaya Control Manager. This document also provides information about the specific events that occur in the environment. This document describes how to use Avaya Control Manager. This document also describes the features and capabilities of Avaya Control Manager. This document describes how to use Avaya Control Manager Central License and Traffic Tracker. This document also describes the features and capabilities of Avaya Control Manager Central License and Traffic Tracker. This document describes how to use Avaya Control Manager Conversation Sphere. This document also describes the features and capabilities of Avaya Control Manager Conversation Sphere. This document provides an overview of Avaya Control Manager API. This document also describes how to use Avaya Control Manager API for integrating the Avaya Control Manager provisioning server. This document describes how to use Avaya Control Manager with Avaya Voice Portal or Experience Portal. This document describes how to upgrade Avaya Control Manager from the earlier releases to the current release. The document includes upgrade checklist, upgrade procedures, and verification procedures for each supported upgrade path. Training The following courses are available on the Avaya Learning website at After logging into the website, enter the course code or the course title in the Search field and click Go to search for the course. Administering Proactive Outreach Manager through Avaya Control Manager 8

9 Course code Course title Virtual Trainings 8C00010E Knowledge Access: ASPS - Avaya Control Manager 8C00110E Knowledge Access: Avaya Control Manager for Administrators Traditional Trainings 4C00070V Avaya Control Manager Implementation and Maintenance 4C00071V Avaya Control Manager for Administrators Online Test 5300 Avaya Control Manager Implementation and Maintenance Online Test Avaya Mentor videos Avaya Mentor videos are available to provide technical content on how to install, configure, and troubleshoot Avaya products. Videos are available on the Avaya support site, listed under the video document type, and on the Avaya-run channel on YouTube. To find videos on the Avaya support site, select the product name, and check the videos checkbox to see a list of available videos. Note: Videos are not available for all products. To find the Avaya Mentor videos on YouTube, go to and perform one of the following actions: Enter a key word or key words in the Search Channel to search for a specific product or topic. Scroll down Playlists, and click the name of a topic to see the available list of videos posted on the site. Support Visit the Avaya Support website at for the most up-to-date documentation, product notices, and knowledge articles. You can also search for release notes, downloads, and resolutions to issues. Use the online service request system to create a service request. Chat with live agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additional expertise. Administering Proactive Outreach Manager through Avaya Control Manager 9

10 Chapter 2: Overview The Avaya Control Manager system is a centralized operational administration solution that provides a comprehensive solution for administrators to support day-to-day operations. Avaya Control Manager complements the Avaya Contact Center suite by integrating the management and administration tasks of various contact center entities. With the Avaya Control Manager system, administrators can unify, streamline, and centralize the management of Avaya Aura Contact Center operations. In addition, the administrator can track events and take necessary action to meet customer needs. The Avaya Control Manager system is for Avaya customers using different Avaya Contact Center Business Unit products and solutions. The Avaya Control Manager system integrates with a Unified Communication infrastructure based on Avaya Aura Communication Manager and Avaya Aura Session Manager. Avaya Control Manager integrates with and supports operational administration of Avaya Contact Center suite, including the following: Avaya Modular Messaging Avaya Call Management System Avaya IQ Avaya Aura Call Center Elite Multichannel Avaya Interaction Center Avaya Voice Portal Avaya Aura Experience Portal Avaya Proactive Contact Avaya Proactive Outreach Manager Avaya Aura System Manager Avaya Aura Messaging Avaya Aura Session Manager Avaya Aura Application Enablement Services Avaya one-x Agent Avaya Aura Workforce Management Avaya Aura Contact Center with Elite customers who use a blended environment (Voice on Elite with Multimedia on AACC) Non-Avaya third-party Workforce Optimization solution Key features Administering Proactive Outreach Manager through Avaya Control Manager 10

11 Centralized management and administration of all contact center applications. Personalized thin client application interface. Real-time monitoring and historical analysis of agents, skills, Vector Directory Numbers (VDNs), campaigns, and other business data. Visual call flow designer and vector management. Role-based permissions and multi tenancy support. Full Microsoft Active Directory integration with single sign-on (SSO) functionality. POM overview POM provides a solution for unified, multichannel, inbound, and outbound architecture. This solution has the capability to communicate through different channels of interaction, from Short Message Service (SMS) to , to the traditional voice and video. You can manage the POM application of Voice Portal or Avaya Aura Experience Portal, a new class of Application, linking the capabilities within the platform with the management infrastructure and services. POM provides a prepackaged application for deployments which focuses on quicker deployments, shorter time to market, and lower costs. The integration of Avaya Control Manager and POM includes a Web-based user interface for nontechnical users and advanced users to manage key campaign related activities in a single location. Avaya Control Manager provides support for managing the key POM configurations from Avaya Control Manager user interface including the following: Campaign Management Strategies Management Lists management Address books Scheduled Jobs and Actions Administering Proactive Outreach Manager through Avaya Control Manager 11

12 POM Applications Codes and Agent Scripts Management Generate POM Reports Support for POM features in Avaya Control Manager Avaya Control Manager integration to POM provides the following capabilities: Feature Supported actions Manage POM Campaigns Viewing campaigns on page 20 Adding a new campaign on page 21 Editing an existing campaign on page 23 Deleting campaigns on page 24 Searching a campaign by name on page 25 Cloning a campaign on page 25 Initiating a campaign on page 26 Stopping a campaign on page 27 Pausing a campaign on page 28 Manage POM Campaign Strategies Viewing campaign strategies on page 28 Deleting existing campaign strategies on page 29 Searching campaign strategies by name on page 29 Cloning a campaign strategy on page 30 Manage POM Phone Formats Viewing phone format on page 30 Adding a new phone format on page 31 Editing the existing phone format on page 32 Deleting existing phone formats on page 32 Searching a phone format by country on page 33 Manage POM Outreach Lists Viewing an Outreach List on page 33 Adding a new Outreach List on page 34 Editing an existing Outreach List on page 35 Deleting an existing Outreach List on page 35 Searching an Outreach List by name on page 35 Uploading contacts to an Outreach List on page 36 Viewing all customer records on page 37 Adding new contacts to customer records on page 37 Editing existing contacts from customer records on page 38 Deleting existing contacts from customer records on page 39 Managing Data Source on page 40 Clearing contacts from Outreach List on page 40 Administering Proactive Outreach Manager through Avaya Control Manager 12

13 Feature Supported actions Manage POM DNC lists Viewing the DNC list on page 41 Viewing member in the DNC list on page 42 Adding a new member to the DNC list on page 42 Editing existing DNC address from the DNC list on page 43 Deleting existing DNC address from the DNC list on page 44 Manage POM Attributes Viewing the Attribute list on page 45 Adding a new attribute on page 46 Editing the existing attribute on page 46 Deleting existing attributes on page 47 Searching an attribute by name on page 47 Generating a sample CSV Contact file on page 48 Manage POM Global Configuration Configuring the POM system on page 48 Manage POM Purge Schedule Scheduling the system clean up on page 49 Administering Proactive Outreach Manager through Avaya Control Manager 13

14 Chapter 3: Configuring Avaya Control Manager with POM You must configure parameters on POM before integrating Avaya Control Manager with POM. To integrate Avaya Control Manager and POM, you can use the following methods: Direct Database Integration to the POM postgres database. Web Service based integration that leverages the POM API to start and stop campaigns. Enabling database integration 1. Log on to the POM server using an SSH client called PUTTY. 2. In the command prompt, type su sroot and login with the sroot user. 3. Edit the pg_hba.conf file. This file manages the configuration of the postgres IP address access rules. 4. Scroll down to the database access rights section and insert a new record that represents the IP of the Avaya Control Manager server that accesses the POM database. 5. Save the file. 6. Restart the Postgres service. Administering Proactive Outreach Manager through Avaya Control Manager 14

15 Testing the POM Web service URL from the Avaya Control Manager System 1. Log on to the Avaya Control Manager server using Remote Desktop Protocol (RDP). 2. Open an Internet Explorer browser and type the following URL: The yourpomservername corresponds to the IP or hostname of the POM server. 3. If you receive a Website security certificate warning, click Continue to this website (not recommended) link. The system prompts you to enter user name and password. 4. In the Security window, enter valid username and password of a POM user. Note: A POM user has access to the POM native administrative interface. After successful authentication, the system displays the webservice XML that has various defined POM methods. Configuring POM on Avaya Control Manager To integrate ACM with POM, you must use the postgresql ODBC driver. The following instructions explain how to download and configure the postgresql ODBC driver on an ACM machine. 1. Download the 32-bit version postgresql ODBC driver from 2. Run the driver installation using the default options. 3. Open the driver configuration file located at C:\Windows\SysWOW64\odbcad32.exe. 4. On the System DSN tab, click Add and select the PostgreSQL ANSI driver. The system displays the following screen: Administering Proactive Outreach Manager through Avaya Control Manager 15

16 5. Enter appropriate values in the following fields: Field Data Source Description Database SSL Mode Server Port User Name Password Description PostgreSQL PostgreSQL The postgre database name. disable The IP address of the POM database The port number of the POM database. In most cases, the port number is The user name of the POM database user. The user must have administrative rights to the POM database. The password of the POM database user. 6. Log on to the Avaya Control Manager interface as an administrator. On the Avaya Control Manager webpage, click Configuration Portal > Contact Center (CC) > AAEP. The system displays the following screen: 7. Click the Add button. The system displays the following screen: Administering Proactive Outreach Manager through Avaya Control Manager 16

17 8. Enter appropriate values in the following fields: Field Alias Application Type Server Host Name Web Service URL Web Service Username Web Service Password DB DSN Description The alias name. The type of application. In this field, you must click POM. The hostname or IP address of the server that runs the POM database. The URL of the POM Web Service. In this field, you must enter the following URL as: In the URL, yourpomservername specifies the IP or host name of the POM server. The user name for the POM Web Service. This user has administrative privileges in the native POM interface. The password of the user. The postgre data source name (PostgreSQL). Administering Proactive Outreach Manager through Avaya Control Manager 17

18 Field DB Port DB name Database Type Database UserName Database User password Version Description The port configured in the postgre data source. The name of the POM database. The type of database. In this field, you must enter the value POSTGRE. The user name to the postgre database. The user must have full DBO permissions. You can use the postgre user that is installed as a part of POM. The password of the database user. The version number of the POM server. 9. Click the Save button. For more details, see Using Avaya Control Manager. Configuring the Avaya Control Manager POM Web site By default, the POM Avaya Control Manager Website is configured to work with a POM configuration number 1 in the Avaya Control Manager system. The number of the POM configuration refers to the record stored in the Avaya Control Manager database in the following database table: The configuration number can be changed if you configure various systems or delete a system and create a new system. If the configuration number changes, you must enter the new number in the Avaya Control Manager POM Web portal. The configuration number is stored in the WEB.CONFIG file. 1. Go to the Avaya Control Manager POM WEB folder. 2. The default folder path is C:\Program Files (x86)\avaya\avaya Control Manager 7.1\Web\ACCCM POM WEB. 3. Right-click the Web.config file and select Open with > Notepad. The system displays the following screen: Administering Proactive Outreach Manager through Avaya Control Manager 18

19 4. Locate the AAEP_ID parameter and change the value of this parameter. 5. Save the file. Administering Proactive Outreach Manager through Avaya Control Manager 19

20 Chapter 4: Administering POM from Avaya Control Manager This chapter describes how to administer POM-related features through Avaya Control Manager. Note: This guide contains information which is only related to Avaya Control Manager. You must use this guide in conjunction with the Using Proactive Outreach Manager guide. For more information, see Using Proactive Outreach Manager guide. Logging on to the POM system through Avaya Control Manager To administer POM through Avaya Control Manager, you must add the user as a privileged user to the POM system. You can obtain the user name and password from your administrator. 1. Log on to the Avaya Control Manager interface as an administrator. 2. On the Avaya Control Manager webpage, click POM 3. Log on to the POM Management Portal using itnv user. The system displays the POM home page. Managing campaigns Viewing campaigns 1. On the POM Management Portal home page, click Campaigns. Administering Proactive Outreach Manager through Avaya Control Manager 20

21 This page shows a list of all POM campaigns that are currently defined in the system. The list is available from the POM postgres database, which specifies that all POM campaigns defined in the native POM administrative interface appear in this list. Heading Name Status Priority Type Strategy List Description The name of the POM Campaign. The status of the Campaign in the POM system. The campaign priority. The campaign type. The name of the POM strategy assigned to the campaign. The name of the outreach list assigned to the campaign. Adding a new campaign Adding a new Campaign using basic steps 1. On the POM Management home page, click Campaigns. 2. On the Campaign tab, click Add. Administering Proactive Outreach Manager through Avaya Control Manager 21

22 3. Perform the following actions: a. In the Name field, enter the name of the new campaign. b. In the Description field, enter the description of the campaign. c. In the Campaign Strategy field, click the type of strategy. d. In the Campaign Type field, click the campaign type. e. In the Outreach List pane, select the available outreach items from the Available Items list and add it to the Selected Items list by clicking the > key. You can add more than one item at a time by holding down the Shift key and clicking on the item. 4. Click Save to add the new campaign. Adding a wizard based Campaign 1. On the POM Management home page, click Campaigns. Administering Proactive Outreach Manager through Avaya Control Manager 22

23 2. On the Campaign tab, click the Wizard icon. 3. In a wizard based view, follow the on-screen instructions to configure all campaign parameters. You can use the left side navigation to switch between the wizard steps. Note: While switching between the wizard screens, you can click the Previous button to return to the screen and the Finish button to complete the wizard. 4. Click Finish to add the new campaign. Editing an existing campaign Editing the campaign using basic steps 1. On the POM Management home page, click Campaigns. Administering Proactive Outreach Manager through Avaya Control Manager 23

24 2. On the Campaign tab, select the campaign that you want to modify. 3. Click Edit. The system displays the existing campaign. 4. Modify the campaign details as needed. 5. Click Save. Editing a campaign using wizard based Campaign 1. On the POM Management home page, click Campaigns. 2. On the Campaign tab, select one or more campaigns that you want to modify. 3. Click the Wizard button. The system displays the existing campaigns. 4. Modify the campaign details as needed. 5. Click Save. Deleting campaigns 1. On the POM Management home page, click Campaigns. Administering Proactive Outreach Manager through Avaya Control Manager 24

25 2. On the Campaign tab, select one or more campaigns that you want to delete. 3. Click Delete. 4. On the Confirmation dialog box, click Yes. Searching a campaign by name With the search feature, you can search campaigns based on campaign name. 1. On the POM Management home page, click Campaigns. 2. In the Search field, type the name of the campaign to search. 3. Click the Search button. The system displays the list matching the search criteria. Cloning a campaign 1. On the POM Management home page, click Campaigns. Administering Proactive Outreach Manager through Avaya Control Manager 25

26 2. On the Campaign tab, select a campaign that you want to clone. 3. Click the Clone button. The system copies all the existing source campaign data to the new campaign as follows: 4. Modify the campaign details as needed. 5. Click Save. Initiating a campaign 1. On the POM Management home page, click Campaigns. Administering Proactive Outreach Manager through Avaya Control Manager 26

27 2. On the Campaign tab, right-click a campaign and select Run Campaign. The system initates selected the campaign. Stopping a campaign 1. On the POM Management home page, click Campaigns. 2. On the Campaign tab, right-click a campaign and select Stop Campaign. The system stops the selected campaign. Administering Proactive Outreach Manager through Avaya Control Manager 27

28 Pausing a campaign 1. On the POM Management home page, click Campaigns. 2. On the Campaign tab, right-click a campaign and select Pause Campaign. The system halts the selected campaign. Managing campaign strategies Viewing campaign strategies 1. On the POM Management home page, click Campaigns > Campaign Strategies. Administering Proactive Outreach Manager through Avaya Control Manager 28

29 This page shows a list of all POM campaign strategies that are currently defined in the system. The list is available from the POM postgres database, which specifies that all POM campaign strategies defined in the native POM administrative interface appear in this list. Heading Name State Task Type Description The name of the POM Campaign Strategy. The state of the strategy. The type of the strategy. Deleting existing campaign strategies 1. On the POM Management home page, click Campaigns > Campaign Strategies. 2. On the Campaign Strategies tab, select one or more campaign strategies that you want to delete. 3. Click Delete. 4. In the Confirmation dialog box, click Yes. Searching campaign strategies by name The search feature allows you to search campaigns based on the strategy name. 1. On the POM Management home page, click Campaigns > Campaign Strategies. Administering Proactive Outreach Manager through Avaya Control Manager 29

30 2. In the Search field, type the name of the campaign strategy to search and click the Search button. The system displays a list matching the search criteria. Cloning a campaign strategy 1. On the POM Management home page, click Campaigns > Campaign Strategies. 2. On the Campaign Strategies tab, select a campaign that you want to clone. 3. Click the Clone button. The system copies all the existing source campaign strategy data to the new campaign strategy as follows: 4. Modify the campaign strategy details as needed. 5. Click Save. Managing phone formats Viewing phone format 1. On the POM Management home page, click Campaigns > Phone Formats. Administering Proactive Outreach Manager through Avaya Control Manager 30

31 This page shows a list of all POM phone formats that are currently defined in the system. The list is available from the POM postgres database, which specifies that all POM phone formats defined in the native POM administrative interface appear in this list. Heading Country Code Country Name Standard Phone Length Phone Prefix Description The country code defined in POM. The name of the country. The standard length of the phone. The prefix of the phone. Adding a new phone format 1. On the POM Management home page, click Campaigns > Phone Formats. 2. On the Phone Formats tab, click Add Administering Proactive Outreach Manager through Avaya Control Manager 31

32 3. Perform the following actions: a. In the Country Name field, enter the name of the country. b. In the Country Code field, enter the telephone code number of the country. c. In the Standard phone minimal length field, enter the minimum length of the phone number. d. In the Standard phone maximum length field, enter the maximum length of the phone number. e. In the Phone Prefix field, enter the prefix the telephone must use before dialing an external call. 4. Click Save to add the new phone format. Editing the existing phone format 1. On the POM Management home page, click Campaigns > Phone Formats. 2. On the Phone Formats tab, select the phone format that you want to edit. 3. Click Edit. The system displays the existing phone format. 4. Modify the phone format details as needed. 5. Click Save. Deleting existing phone formats 1. On the POM Management home page, click Campaigns > Phone Formats. Administering Proactive Outreach Manager through Avaya Control Manager 32

33 2. On the Phone Formats tab, select one or more phone formats that you want to delete. 3. Click Delete. Searching a phone format by country 1. On the POM Management home page, click Campaigns > Phone Formats. 2. In the Search field, type the name of the phone format to search and click the Search button. The system displays the list matching the search criteria. Managing Outreach Lists Viewing an Outreach List 1. On the POM Management home page, click Lists > Outreach List. This page shows a list of all POM Outreach lists that are currently defined in the system. The list is available from the POM postgres database, which specifies that all POM outreach lists defined in the native POM administrative interface appear in this list. Administering Proactive Outreach Manager through Avaya Control Manager 33

34 Heading Outreach List name Total Contacts Last updated Description The name of the outreach list. The total number of contacts that exist in the list. The last date/time when the record was updated. Adding a new Outreach List 1. On the POM Management home page, click Lists > Outreach List. 2. On the Outreach List tab, click Add. 3. Perform the following actions: a. In the Outreach List Name field, enter the name of outreach list. b. In the Description field, enter the description of outreach list. 4. Click Save. Administering Proactive Outreach Manager through Avaya Control Manager 34

35 Editing an existing Outreach List 1. On the POM Management home page, click Lists > Outreach List. 2. On the Outreach List tab, select the outreach list that you want to edit. 3. Click Edit. The system displays the existing outreach list. 4. Modify the details as needed. 5. Click Save. Deleting an existing Outreach List 1. On the POM Management home page, click Lists > Outreach List. 2. On the Outreach List tab, select one or more outreach lists that you want to delete. 3. Click Delete. Searching an Outreach List by name 1. On the POM Management home page, click Lists > Outreach List. 2. In the Search field, type the name of the outreach list and click the Search button. The system displays the list matching the search criteria. Administering Proactive Outreach Manager through Avaya Control Manager 35

36 Uploading contacts to an Outreach List 1. On the POM Management home page, click Lists > Outreach List. 2. On the Outreach List tab, right-click an outreach name and select Upload Contacts. 3. In the Upload Contacts page, click Browse and navigate to the location of the contact (comma delimited file). Note: To create the file format, on the POM home page, go to Scripts & Codes > Attribute. For more information, see Managing attributes on page In the Advanced Options pane, perform the following actions: a. Select the Empty Contact List before Import option to delete all contacts. b. Select the Check Phone numbers/ s for DNC option to check every imported contact against the DNC list. c. In the On duplicate record found field, click one of the following options: Option Update existing Ignore contact Description To update the existing with the new data. To ignore the new contact. 5. Click Upload. Administering Proactive Outreach Manager through Avaya Control Manager 36

37 Viewing all customer records 1. On the POM Management home page, click Lists > Outreach List. 2. On the Outreach List tab, right-click an outreach name and select Show All Customer Records. 3. To search a customer record or sort criteria, use the appropriate fields and click Apply Criteria. The system lists the contact records that match the criteria. Adding new contacts to customer records 1. On the POM Management home page, click Lists > Outreach List. 2. On the Outreach List tab, right-click an outreach name and select Show All Customer Records. Administering Proactive Outreach Manager through Avaya Control Manager 37

38 3. Click Add. 4. Enter appropriate information in the necessary fields and click Save.. Editing existing contacts from customer records 1. On the POM Management home page, select Lists > Outreach List. 2. On the Outreach List tab, right-click an outreach name and select Show All Customer Records. Administering Proactive Outreach Manager through Avaya Control Manager 38

39 3. Double-click the contact that you want to modify. The system displays the contact. 4. Make the necessary changes to the contact and click Save. Deleting existing contacts from customer records 1. On the POM Management home page, click Lists > Outreach List. 2. On the Outreach List tab, right-click an outreach name and select Show All Customer Records. 3. Select one or more contacts that you want to delete. 4. Click Delete. The system deletes the selected contacts. Administering Proactive Outreach Manager through Avaya Control Manager 39

40 Managing Data Source 1. On the POM Management home page, click Lists > Outreach List. 2. On the Outreach List tab, right-click an outreach name and select Manage Data Source. 3. In the wizard based view, follow the on-screen instructions to configure all data source parameters. You can use the left side navigation to switch between the wizard steps. Note: While switching between the wizard screens, you can click the Previous button to return to the screen and the Finish button to complete the wizard. Clearing contacts from Outreach List 1. On the POM Management home page, click Lists > Outreach List. Administering Proactive Outreach Manager through Avaya Control Manager 40

41 2. On the Outreach List tab, right-click an outreach name and select Empty Outreach List. The system clears the contact from the selected outreach list. Managing the DNC list Viewing the DNC list 1. On the POM Management home page, click Lists > DNC List. This page shows a list of all POM DNC lists that are currently defined in the system. The list is available from the POM postgres database, which specifies that all POM DNC lists defined in the native POM administrative interface appear in this list. Heading DNC List name Total Contacts Last updated Description The name of the DNC list. The total number of contacts that exist in the list. The last date/time when the record was updated. Administering Proactive Outreach Manager through Avaya Control Manager 41

42 Viewing member in the DNC list 1. On the POM Management home page, click Lists > DNC List. 2. On the Outreach List tab, right-click a DNC member and select Manager Customers. The list includes all existing members of the DNC list. Adding a new member to the DNC list 1. On the POM Management home page, click Lists > DNC List. Administering Proactive Outreach Manager through Avaya Control Manager 42

43 2. On the Outreach List tab, right-click a DNC name and select Manager Customers. 3. Click Add.. 4. In the DNC Address field, enter the address of the DNC address and click Save. Editing existing DNC address from the DNC list 1. On the POM Management home page, click Lists > DNC List. Administering Proactive Outreach Manager through Avaya Control Manager 43

44 2. Right-click a DNC name and select Manager Customers. 3. Double-click the DNC address that you want to modify. The system displays the DNC address. 4. Make the necessary changes to the DNC address and click Save. Deleting existing DNC address from the DNC list 1. On the POM Management home page, click Lists > DNC List. 2. Right-click the DNC name and select Manager Customers. Administering Proactive Outreach Manager through Avaya Control Manager 44

45 3. Select the DNC address you want to delete and click Save. Managing attributes Viewing the Attribute list 1. On the POM Management home page, click Scripts & Codes > Attributes. This page shows a list of all POM scripts and codes with attributes that are currently defined in the system. The list is available from the POM postgres database, which specifies that all POM phone formats defined in the native POM administrative interface appear in this list. Heading Name Type Read Only for Agent Store results Marked for Agents Description The name of the attribute. The Type of the attribute. Shows if the attribute is selected for Read Only for the Agent. Shows if the attribute is selected to Store results. Shows if the attribute is selected for Agents. Administering Proactive Outreach Manager through Avaya Control Manager 45

46 Adding a new attribute 1. On the POM Management home page, click Scripts & Codes > Attributes. 2. Click Add 3. Perform the following actions: a. In the Name field, enter the name of the attribute. b. In the field after Name field, click an appropriate option. c. Select the Read only for Agent check box to set the attribute in the read-only format. d. Select the Store Result check box to store the attribute result. e. Select the Marked for Agents check box to make this attribute available for agents. 4. Click Save to add the attribute. Editing the existing attribute 1. On the POM Management home page, click Scripts & Codes > Attributes. Administering Proactive Outreach Manager through Avaya Control Manager 46

47 2. Select an attribute that you want to edit. 3. Click Edit. The system displays the corresponding attribute. 4. Modify the attribute details. 5. Click Save. Deleting existing attributes 1. On the POM Management home page, click Scripts & Codes > Attributes. 2. Select one or more attributes. 3. Click Delete. Searching an attribute by name 1. On the POM Management home page, click Scripts & Codes > Attributes. 2. In the Search field, type the name of the attribute and click the Search button. The system displays the list matching the search criteria. Administering Proactive Outreach Manager through Avaya Control Manager 47

48 Generating a sample CSV Contact file 1. On the POM Management home page, click Scripts & Codes > Attributes. 2. Select one or more attributes from the list and click the Generate CSV icon. The system exports the file as CSV to the local directory. Configuring the POM system 1. On the POM Management home page, click System Configuration > Global Configuration. 2. Update the parameters related to the global configuration for the POM server. 3. Click Save. Administering Proactive Outreach Manager through Avaya Control Manager 48

49 Scheduling the system clean up 1. On the POM Management home page, click System Configuration > Purge Schedule. 2. Update the parameters related to the system cleanup for the POM server. Click Save. Administering Proactive Outreach Manager through Avaya Control Manager 49